Pandora cops enforceable undertaking from ACCC over no refunds claims

International jewellery retailer Pandora has been slapped on the wrist over claims its staff told customers they weren’t entitled to refunds.

The consumer watchdog has accepted a court-enforceable undertaking from the retailer in which it admits to “likely breaching” Australian Consumer Law.

The ACCC received complaints from customers who claimed they were told Pandora doesn’t provide refunds, and that its own warranty policy overrode Australian law.

This prompted a probe, which found Pandora’s website contained “confusing or inaccurate information” about consumer guarantee rights.

“Information on Pandora’s website about its product warranty failed to include mandatory text that states consumers are entitled to a replacement or repair, and in some cases a refund if their goods are faulty,” the ACCC said.

“If consumers have purchased a product that has a major fault, they can request a full refund from their place of purchase,” ACCC commissioner Sarah Court said in a statement on Friday.

The retailer has agreed to review its policies and procedures and ensure future refund and remedy claims are dealt with in accordance with the law.

A full review of Pandora’s consumer law compliance program will also be undertaken, including staff training and complaints handling.

A Pandora spokesperson said it cooperated fully with the ACCC.

“A comprehensive review of our policies and procedures in relation to refunds and consumer guarantees has been conducted, with strengthened measures now in place across the network,” the spokesperson said.

“Ongoing training will also be provided to Pandora franchised and company stores.”

This story was updated at 12:10PM AEDT March 25.

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